SmugMug shopping Cart cookie issue

bnicklaus

I am new to SmugMug and have recently uploaded photos to begin selling. I chose to use my own URL on SmugMug and everything seems to work great until someone tries to order photos. They select the add photos to cart, it shows they are adding the photo on the bottom, they click continue to checkout and the cart shows empty. This happens to me every time I test in Safari as well. SmugMug support told me it is a cookie setting. I find it hard to believe that I would have to ask my customers to modify their cookie settings in their browser or to switch browsers to order photos. It appears to work fine in Firefox. I have had two customers write me about this already and I haven't been with SmugMug for a month. What do you guys do to avoid this situation? I think it may be related to the shopping cart being on smugmug.com and my photos being on my URL. Thanks in advance for any assistance.

Andy

Our cart has always required that cookies be enabled. And this means 3rd party cookies, too. Safari has recently changed its' cookie handling ways and has caused some issues with our cart. If they have Safari's cookie setting to 'Accept cookies only from sites I visit' that will block the cookie from our shopping cart when they come from your custom domain. The cookie setting should be set to 'always'.



More: http://www.smugmug.com/help/cookies

bnicklaus

that seems to work, but how do we prevent from losing customers due to this? not everyone is going to email me. would not using my own URL resolve this issue since the customer would be using SmugMugs site and not mine? Is there a way to make the shopping cart appear as though it was on my URL the same way it is done with my website? Do you just make a note in the gallery page to order photos, please make sure cookies are enabled? I know most users don't change these settings from default. Is safari the only web browser this problem is know to exist with?

Sorry for all the questions and thanks for the help so far.

TeenzBeenz

I'm having the same problem
I am having the same problem with Firefox and have not been able to solve it. A customer alerted me to this as well. We haven't been able to fix it. The cart simply shows up as empty with no explanation.

More: http://www.smugmug.com/help/cookies[/quote]

RogersDA

Can SmugMug implement a lack-of-cookies warning when clicking on the Buy button (and View Cart button if applicable). A lot of sites I have visited that require cookies to purchase journal articles have such a feature....

Andy

TeenzBeenz wrote:

I am having the same problem with Firefox and have not been able to solve it. A customer alerted me to this as well. We haven't been able to fix it. The cart simply shows up as empty with no explanation.

More: http://www.smugmug.com/help/cookies

[/QUOTE]
What's your website please?

KMCC

FYI: just had a customer report that he's having the same problem with Firefox on a Mac.

I've sent the details to help@smugmug.com

My website is listed in signature.

Andy

KMCC wrote:

FYI: just had a customer report that he's having the same problem with Firefox on a Mac.

I've sent the details to [email]http://smugmug.com/help/emailreal[/email]

My website is listed in signature.

Kent, FF default 'accept cookies' will cause your items to be put into our cart - I just validated that again. Best is to have your customer write us, they may have addons or additional security blocking the cookies.

KMCC

Andy wrote:

Kent, FF default 'accept cookies' will cause your items to be put into our cart - I just validated that again. Best is to have your customer write us, they may have addons or additional security blocking the cookies.

SmugMug Help sent me a link to a page outlining how to set browsers to accept cookies.

Before forwarding it to a customer, I went there to take a look.

The information regarding Firefox is out of date. The Privacy page in the current version of the Firefox browser no longer looks like the example provided on the Smugmug cookie help page.

Andy

KMCC wrote:

SmugMug Help sent me a link to a page outlining how to set browsers to accept cookies.

Before forwarding it to a customer, I went there to take a look.

The information regarding Firefox is out of date. The Privacy page in the current version of the Firefox browser no longer looks like the example provided on the Smugmug cookie help page.

we'll update it.

It now looks like this:
http://support.mozilla.com/en-US/kb/Enabling+and+disabling+cookies

jasonscottphoto

I've been having this problem too - not in Safari though. Firefox and Chrome. PC and Mac alike. Changing the cookie settings does fix it, but I agree - can't SmugMug put some sort of warning on the empty cart page - like, "If you added something already and you don't see it here, try this..." sort of thing? I had a customer email me w/this problem yesterday.

scotticus

We fixed the cart/cookie issue in tonight's release for all browsers and hopefully even for those with strict cookie policies. If you're still seeing any problems, please let one of our support heroes know, or post back here. Thanks for your patience with it.

-Scott.

BlueSlate

scotticus wrote:

We fixed the cart/cookie issue in tonight's release for all browsers and hopefully even for those with strict cookie policies. If you're still seeing any problems, please let one of our support heroes know, or post back here. Thanks for your patience with it.

-Scott.

Cart works fine in Safari (even with my cookies set to "only from sites I visit) but still giving trouble in FF. This goes for all galleries. Now, it DOES work fine when I "accept third party cookies" but I am concerned about the potential loss of customers. Not sure what happens with IE or Google Chrome.

Thoughts?

Andy

BlueSlate wrote:

Cart works fine in Safari (even with my cookies set to "only from sites I visit) but still giving trouble in FF. This goes for all galleries. Now, it DOES work fine when I "accept third party cookies" but I am concerned about the potential loss of customers. Not sure what happens with IE or Google Chrome.

Thoughts?

IE is fine - FF is the troublesome one. We're looking into it.

BlueSlate

Andy wrote:

IE is fine - FF is the troublesome one. We're looking into it.

Ok, that's good to hear! Thanks!